Christopher Acuña
616 Consular Area, Brgy Southside, Taguig City,TX
Overview
10
10
years of professional experience
Work History
Employee Service Center Representative
Tenet Health | HRSS
Taguig City
02.2022 - Current
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Utilized multiple software applications simultaneously for efficient data entry and record-keeping purposes during calls.
- Managed high call volumes while maintaining professional demeanor and strong attention to detail.
- Handling DMC facilities (CHM, DRH, HUH, Huron-Valley, RIM, Sinai, Univ Lab, Det Educ and Research)
- Activating Prehires in Lawson (Prehires, Reinstatement and Rehires)
- Process Termination via ECF, email and TenetOne (Snow).
- Process Rate Change via ECF, email and TenetOne (Snow).
- Process Benefit Status Change via ECF, email and TenetOne (Snow).
- Process Data Change via ECF, email and TenetOne (Snow).
- Process Transfer via ECF, email and TenetOne (Snow).
- Provides TN Visa and Green card letter for our employees. (via email and TenetOne-Snow)
- Complete request for Unemployment Claim via TenetOne - Snow.
- Upload employee documents in Connect.
- Process Transfer letter for employees.
- Request Educational documents if needed.
- Initiate Fingerprinting request for employees.
- Coordinate with US counterparts for updating/improving process guides.
- Cross-train and serve as backup for other team members.
Contact Concierge Specialist
Cognizant | EmblemHealth
Taguig City
01.2020 - 01.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Assisted in developing operational procedures that positively impacted overall customer satisfaction ratings.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Mastery in demographic information of Medicare member.
- Mastery in navigating Medicare website.
- Intermediate knowledge in Verint.
Authorization Specialist
Cognizant | EmblemHealth
Taguig City
03.2020 - 12.2020
- Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.
- Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
- Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
- Contributed to team goals by consistently meeting or exceeding individual productivity targets for processing authorization requests.
- Help doctors to request authorization for outpatient requests.
- Help doctors to request authorization for inpatient requests.
- Help doctors to request authorization for newborn baby (Normal delivery or via Cesarean)
- Identify diagnosis codes that are eligible for authorizations.
- Provides basic benefit information to HMO members.
- Basic Knowledge using Verint.
Documentation Specialist
Cognizant | DJO Dr. Comfort
Taguig City
07.2018 - 01.2020
- Developed customized templates to maintain consistent formatting across all company documents, increasing professionalism and readability.
- Managed multiple high-priority projects simultaneously, ensuring that all deadlines were met without compromising document quality.
- Identified audit parameters to comply with quality standards.
- Provided support in proposal writing efforts leading to an increased win rate on submitted bids.
- Thoroughly checking the documents sent by Podiatrist.
- Processing reimbursement under Medicare.
- Call professional doctors to verify the diagnosis and findings.
- Complete and compile documents for Medicare reimbursement.
- Basic knowledge in navigating Medicare website.
Process Associate
IGT | United Airlines
Taguig City
04.2016 - 05.2018
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Provides good customer service.
- Provides FCR.
- Provides domestic and international flights for our customers.
- Help customer to find affordable flights.
- Help customer to book flights over the phone and via website.
- Help customer to rebook flights.
- Help customer to find flights during IRROPS.
- Help customer to rebook flights.
- Process refund if needed.
- Provide information regarding Travel Advisories.
- Help travellers to request necessities for their flights. (e.g. Basinet for baby, Pet-in-Cabin request, Minor travelling alone)
- Handle sales.
- Intermediate knowlegde in ticketing.
- Intermediate knowledge in navigating United Airlines website.
Technical Support Representative
Harte-Hanks | Motorola
Taguig City
04.2014 - 02.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provides basic troubleshooting (via call and via chat)
- Provides FCR.
- Handled replacement if needed.
- Handled returns.
- Support E-comms.
- Handled sales.
- Provides good customer service (CSAT)
- Basic knowledge using Oracle.
- Intermediate knowledge in navigating Motorola website.
Education
Bachelor of Science - Secondary Education - Major in Biology
University of Makati
Makati City04.2014
Skills
- Workload prioritization
- Task Delegation
- Outstanding Customer Service
- Market Research
- Teamwork and Collaboration
- Strong Problem-Solving
- Ability to work independently
- Ability to adhere to deadlines
- Professional Demeanour
- Target-Driven
- Policies and Procedures
- Computer Expertise in Microsoft Office (Word, Excel,
Powerpoint, Outlook) - Staff Education and Training
- Written and Verbal Communication
- Knowledge in Lawson, LARA, Intraweb, Connect, TenetOne - ticket creation
Accomplishments
Silver Medalist with Tenet Men's Volleyball Team
NeoSportfest, 2024
YEP Dance Contest Champion, 2023
Bronze Medalist with HRSS Volleyball Team
GBC sportfest, 2022
Timeline
Employee Service Center Representative
Tenet Health | HRSS
02.2022 - Current
Authorization Specialist
Cognizant | EmblemHealth
03.2020 - 12.2020
Contact Concierge Specialist
Cognizant | EmblemHealth
01.2020 - 01.2022
Documentation Specialist
Cognizant | DJO Dr. Comfort
07.2018 - 01.2020
Process Associate
IGT | United Airlines
04.2016 - 05.2018
Technical Support Representative
Harte-Hanks | Motorola
04.2014 - 02.2016
Bachelor of Science - Secondary Education - Major in Biology
University of Makati